Bet Beard Casino - Player has been accused of opening multiple accounts.

I signed up to betbeard and completed wagering for the first deposit bonus.

Upon withdrawal I sent in all KYC. I then received an email stating my account shared details with others (the usual jargon that is not proveable casinos attemp to use when they don't want to pay) the casino provided no evidence and stated they were voiding the winnings. The casino has provided no evidence and ignored my emails.

This is clearly a case of a casin not wanting to pay a player that has completed wagering and won a large sum on a bonus.

I would like casino guru to mediate this.

Dear Scott, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

„8.13 Only one account is allowed per identity, household, address, IP address. Violation will result in frozen funds and closed account without any notifications."

Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Thanks,

No I live alone.

I beat wageirng and made the money from the bonus (Which is obviously why I am having issues).

The casino is ignoring me and providing no 'evidence' of their claims.

The second casino I have signed up to through Casino guru that has a 7 rating and I am having major issues....

Thank you very much Scott for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Scott,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Bet Beard Casino to join the conversation and to aid in the resolution of this complaint.

Dear Bet Beard Casino,

You have stated that the player has opened multiple accounts, would you be able to supply evidence of this to us for review? Please forward any relevant proof to my email: adam.m@casino.guru.

Dear Scott,

We have received evidence from the casino via email, I will extend the timer while this is being discussed.

Please can this ‘evidence’ be shared with myself as per adr regulations.

Hello Scott,

We are unable to share this evidence with you as it may contain information regarding other players. However, to keep you updated, I have asked for further information from the casino and I am waiting for a response.

Other players? A complaint regarding myself and a casino should only concern my information and the casinos.

Are you saying you and the casino are breaching GDPR?

Please clarify.

Hello Scott,

To clarify - no rules are being breached here. In order to be able to help you I am trying to determine if all the accounts the casino has stated are linked to your account (using the same IP address), are in fact yours. I have asked for more information regarding this and also how the accounts have been used and if any unfair advantage has been obtained.

I will of course update you once I have a response.

Okay fair enough.

I thought there were breaches regarding GDPR.

I still insist upon any ‘evidence’ pertaining to myself and the casino to be shared as per most ADR regulation guidelines. This ensures transparency.

Thanks

Hello all,

I have received further information from Betbeard casino today and this will now be reviewed.

I will update you here shortly.

Kind regards,

Adam

Hello all,

Please accept my apologies for the delay, but I am extending the timer as we need more time to review the evidence supplied.

Dear Scott,

The casino has provided evidence that strongly suggests multiple factors linking your account to several other accounts, all of which have accepted a bonus that should only be claimed once per player. Unfortunately, I am unable to share exact details of this with you for reasons of confidentiality.

We can only go by the evidence we have, and after careful review, we have decided we can help no further in this case and the complaint will now be rejected.

Should you wish to take the matter further, I recommend you to contact the Gaming Curacao Licensing Authority (info@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru). 

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam